AI bubble
By  Geoff Spick

November 18, 2025

The AI Bubble and What It Could Mean For the Customer Experience Market

The rush to build and deliver AI from tech giants, OS providers, customer experience vendors and the endless me-too players…

glamour ICXA25

November 13, 2025

Celebrating the Glitz and Glamour From the International Customer Experience Awards 2025

November 11, 2025

The Case for Human Judgment in AI-Powered Customer Experience

November 10, 2025

The Judges’ View from the International Customer Experience 2025 Awards

November 07, 2025

Airbnb’s AI Speeds Customer Service, Boosts Profits, Plans for Real World Impact

November 07, 2025

Increasing Restaurant Spend Per Head in a Tough Economy: Changing Mindset and Strategy

November 06, 2025

Top 5 Insights from New Metrics at EXP KSA

November 04, 2025

Is Overcommunication the New CX Crisis?

Customer Experience

Flipdish Turns the Phone Into a Profit Engine With Its New AI Agent

November 18, 2025

Flipdish Turns the Phone Into a Profit Engine With Its New AI Agent

AI Is Resetting the Role of Research Inside Modern Organisations, Survey Reveals

November 18, 2025

AI Is Resetting the Role of Research Inside Modern Organisations, Survey Reveals

contextual research
By  Geoff Spick

November 18, 2025

Report Roundup: CX Vendors Cite Contextual Intelligence and Change Resistance as Key Trends for 2026

Tis the season for tech types, big brands and software planners to drag a crystal ball out and have a…

podcast
Stream all episodes here

Employee Experience

What Is Self-Actualization? The Key to Growth, Fulfillment, and Productivity at Work

November 12, 2025

What Is Self-Actualization? The Key to Growth, Fulfillment, and Productivity at Work

freshworks, frankenstack, complexity,

November 10, 2025

The Price of Doing Business or £32 Billion in Frankenstack Waste? Freshworks Investigates The Cost of Complexity

BPO Customer Service Solutions: How Outsourcing Is Rewiring Modern CX
By  David Dungay

November 17, 2025

BPO Customer Service Solutions: How Outsourcing Is Rewiring Modern CX

Not long ago, BPO customer service solutions were pretty simple. Companies used outsourcing as a kind of safety net; a…

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    The Rise of the Hybrid & Multi-Cloud Contact Center: Building Resilience Beyond Single-Cloud Dependency
    By  David Dungay

    November 18, 2025

    The Rise of the Hybrid & Multi-Cloud Contact Center: Building Resilience Beyond Single-Cloud Dependency

    In October 2025, thousands of contact centers faced a real nightmare head-on. Phones rang, dashboards froze, chatbots blinked out, all…

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    Beyond the Funnel: Why an AI CRM Might Be Your Most Important System in 2026

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    Topps Tiles Transforms Store Execution for A Better Employee and Customer Experience

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    Digital Customer Journey Mapping: Create, Analyze & Optimize the End-to-End Experience

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